Client Care

Question 1

Provide examples of the behaviour that is appropriate for providing good relationships with clients.

Answer 1

• communicating with clients in a way that is easy for them to understand
• managing clients expectations on timescales and any additional costs likely to be incurred.
• ensure you meet expectations set.
• ensure you have customer complaints procedures in place
• record lessons learnt and improve on these where possible

Question 2

What are the systems and procedures in place within Brown & Co for maintaining a high level of client care?

Answer 2

• regular feedback opportunities throughout the instruction and following this
• Satisfaction surveys
• professionals set up regular client check ins.

Question 3

What is the importance of obtaining regular feedback from client’s and stakeholders and understanding the client’s specific needs?

Answer 3

• allows them to communicate any changes in objectives
• ensure that you fully understand the objectives of your instruction, reduces complaints.
• allows you to be able to improve on any methods that you are adopting currently and see if they would like things doing in a different way.

Question 4

How can a client leave you positive feedback?

Answer 4

• satisfaction survey following the job completion.
  or regular client check in calls / meetings.

Question 4

What would you include in a letter of instruction to a client for professional work?

Answer 4

• details of Client
• address of the property
• scope of work
• fees
• disbursements
• conflicts of interest check
• confirmation of instructions

Question 5

How would you deal with a client complaint?

Answer 5

⦁ Understand the complaint
⦁ Inform your PI Insurers as appropriate
⦁ Allocate the complaint to the appropriate person identified in the procedure
⦁ Respond in the identified timescale to the client outlining the course of action from this point forward
⦁ Investigate the complaint using the defined procedure
⦁ Identify the outcomes and course of action to rectify or close out the complaint
⦁ Communicate the outcomes and course of action to the client.
⦁ Formally record using an appropriate process
⦁ Communicate lesson learnt internally

Question 6

Give me an example of a time when you feel you have given excellent client care.

Question 7

What is client care?

Answer 7

⦁ Correct identification of the client
⦁ The use of specific software packages – contacts databases or relationship management databases.
⦁ Understanding the client’s specific needs.
⦁ Understanding clients’ timescales so that responses can be tailored to suit.
⦁ Understanding the need for a polite and professional approach to all business
⦁ Understanding the need for clear concise and timely communication